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Philips has investigated this complaint.According to the additional information collected, the system was not in clinical use when the issue was identified.This issue arose during patient exchange after the procedure.Philips field service engineer (fse) visited onsite confirmed the reported malfunction.Fse noted a similar issue on (b)(6) 2025 and resolved it by reinstalling the software and restoring the system.The fse found that without auto-transfer enabled, images from certain protocol conditions were not transferred.After reviewing log, it confirms no export failure or blank screen issue was observed.To resolve the issue, auto-transfer settings were applied and network timeout settings unchanged.After auto-transfer settings were applied, the system returned to full functionality.At the time this complaint was received, philips did not have enough information to exclude the potential for death or serious injury on recurrence, and as such the complaint was reported.Since that time, it was identified that the issue occurred without patient involvement and was identifiable prior to procedure commencement, which has led to the determination that this scenario is not likely to cause or contribute to death or serious injury if it were to recur.As per the instructions for use, the user of the product must institute a user routine checks program.The user of the product shall make sure that all checks and actions have been satisfactorily completed before using the product for its intended purpose.It is instructed to not use the product for any application until the user is sure that the user routine checks have been satisfactorily completed, therefore, as the device was outside of use at the time the issue was identified, the user would identify this issue prior to use, and the issue happened due to improper maintenance.Based on re-evaluation, this case is not reportable.The codes were updated based on the investigation outcome.
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